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Users not found from User Picker drop-downs until the user logs into Jira post 9.4 upgrade

Bobbie Rumfola

Since upgrading Jira Data Center from 8.20.11 to 9.4 we are experiencing a problem where users with existing accounts are not found from User Picker drop-downs until the user performs a login.

For example, a user who has an account but hasn't logged into Jira since the 9.4 upgrade is not found from any User Picker drop downs; Reporter, Assignee, tagging, etc.

But if we ask the user to login then the user is detected in the User Picker fields.

We have a workaround with the login but wondering if anyone has a suggestion on how to "update "all the users in the system who haven't logged since the upgrade.

I'm not even sure what the user "update" would be in order to be recognized in the system without a login.

Any suggestions and insight appreciated.

Bobbie

Accepted answers

Bobbie Rumfola

Resolution to this issue:

Ended up shutting down Jira, and deleting :

\jira-home\plugins\.bundled-plugins

\jira-home\plugins\.osgi-plugins

and the contents of \jira-home\plugins\installed-plugins

Restarted Jira.

Installed all the plugins individually one at a time to watch the log message for each install. No issues seen.

Reindexed Jira.

Reenabled Crowd user directories.

The problem with users not being found disappeared.

In conclusion I think during the upgrade a plugin didn't install correctly. Starting over from scratch resolved the issue.

Thank you @Fazila Ashraf for reaching out!

All comments

Fazila Ashraf

Hi @Bobbie Rumfola

Was this noticed in your test instance upgrade also?

Are those users currently not in the default groups of jira software?

Bobbie Rumfola

Hi Fazila,

Thank you for responding! No this same issue is not occurring on the test instance. We did not see this issue when doing our 9.4 upgrade testing. Is only occurring on the production instance.

And yes all users are members of the Jira Software default group. Nothing changed during the upgrade with the application access group.

I'm really stumped on this issue.

thank you!

Bobbie

Fazila Ashraf

hmm.. For one such issue and user, could you try analyzing with the permission helper - https://confluence.atlassian.com/adminjiraserver/jira-admin-helper-938847791.html#JiraAdminHelper-PermissionHelper and share whether JIRA complains about anything in specific?

You could test it for Assign issue permission.

Bobbie Rumfola

From the Permission Helper's User field its random which users can be found or not. Now there are some users who have logged into Jira that are not being found in the User field. Still all users who have not logged into Jira 9.4 cannot be found.

Not sure how to identify what is the common issue amongst the users that are unable to be found.

I've tried synchronizing the Crowd User Directory after a user has logged in to see if that "updates" or "refreshes" anything to no avail.

I haven't seen any errors or info in the atlassian-jira.log file that would provide insight. I'm wondering if a plugin had some sort of issue when being installed during the upgrade process because of the randomness of the issue.

Bobbie Rumfola

Resolution to this issue:

Ended up shutting down Jira, and deleting :

\jira-home\plugins\.bundled-plugins

\jira-home\plugins\.osgi-plugins

and the contents of \jira-home\plugins\installed-plugins

Restarted Jira.

Installed all the plugins individually one at a time to watch the log message for each install. No issues seen.

Reindexed Jira.

Reenabled Crowd user directories.

The problem with users not being found disappeared.

In conclusion I think during the upgrade a plugin didn't install correctly. Starting over from scratch resolved the issue.

Thank you @Fazila Ashraf for reaching out!

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